Overstock.com
Misleading, sneaky, bad customer service & return policy, only posts the 5 star customer reviews for a product not the bad ones

I bought a mattress pad & 2 bed-in-a-bags from Overstock.com, thinking what a good deal I was getting. The mattress 'pad' turned out to be a thin, cheap looking piece of material that didn't even have elastic to fit over my mattress. I guess I was just supposed to stuff it under there.

I returned the item, unaware that they charge a $4.95 restocking fee when you return an item. Because I was so unhappy with this purchase and the restocking fee policy, I decided to return the other 2 items I purchased. When the items arrived I refused them & returned to sender. I had called & asked about their return policy and I was told I had to pay for shipping (which is fair but some companies offer paid returns).

I asked the guy if I would be able to refuse the boxes so I didn't have to pay for shipping, and he said that would be ok but I would still have to pay the $4.95 restocking fee, which I didn't understand since the boxes weren't even opened.

A few days later I called customer service again to check on my return. The lady told me that I would have to pay not only a restocking fee but, when a customer refuses an item, THEY were going to charge ME for shipping the item back to them, even if I refused the item. I was furious. I asked to speak to a supervisor and asked him to show me where it says that if I refuse an item I have to pay them back for shipping (which wouldn't even be the standard $2.95 that they charge for shipping, but they would charge me the regular rate it would cost them to ship the item).

He looked for a few minutes then said 'I am not seeing where it states that...".. Then I remembered when I spoke to the customer service agent that did not mention any of this to me, and I told him that and he said since I was not told that I would not be charged for refusing the shipment (which is still pending so they are probably going to end up charging me anyway).

I got an email today saying that my mattress pad was recieved and that they credited my card less the restocking fee. I have not seen this refund on my credit card yet. The other 2 items are still pending return. I hope Overstock.com goes out of business.

One more thing - when they post customer reviews about an item, they only post the ones that give the item 5 stars. Very misleading for someone who reads these reviews and sees all excellent revews.

Company: Overstock.com
Country: USA
Phone: 8008432446
Site: www.overstock.com

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